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CRM
February 2014
Robert Wollan |
Surviving and Thriving in a Switching Economy The $1.3 trillion "switching economy" is comprised of dissatisfied customers who are continually looking for new providers that can better address their changing needs. Here are five tips for retaining customers.   |
CRM
May 2015
Robert Wollan |
Tapping the Switching Economy Three tips for keeping customers from straying. |
CRM
May 2014
Robert Wollan |
Turning the Customer Experience Tide The risk and opportunity of promising seamless customer experiences. |
CRM
March 2011
Robert Wollan |
The Service Provider--Customer Paradox Fewer consumers are switching, but that doesn't mean they are happy. |
CRM
April 2015
Leonard Klie |
The Switching Economy Hits Home Poor customer service accounts for most company defections. |
CRM
February 16, 2011
Koa Beck |
Study Finds Lower Churn Despite Decreasing Satisfaction Customers expect more from service providers with expectations being set high by one particular channel. |
CRM
October 18, 2004
Ginger Conlon |
CRM's Dysfunctional Relationship Are wireless providers just paying lip service to customer retention, or is there a wireless services provider out there that truly wants to retain its customers? |
CRM
August 2015
Robert Wollan |
Get Customer-Centric -- Don't Just Say You Are If you're not striving to understand today's nonstop customer, you might be wasting money |
Insurance & Technology
April 6, 2006
Cynthia Saccocia |
Know Your Customers It is vital that insurance companies understand the importance of developing products and services better suited to the evolving needs of the growing customer segment of retirees. |
Fast Company
Jul/Aug 2013
Joe DeLessio |
Breaking Down The Cost Of Watching Live Sports On Cable In a DVR world, sports is about the only stuff regularly watched live -- which allows sports networks to demand increasingly higher fees from cable providers. |
CRM
January 2010
David Rich |
The Ledge of Allegiance What history - and a survey of current behavior - can teach us about the threat to customer loyalty. |
CRM
February 2012
Robert Wollan |
CMOs in a Changing Marketplace Strategies for success in today's -- and tomorrow's -- business landscape. |
CRM
February 1, 2008
Marshall Lager |
The Loyalty Riddle Can marketing overcome the customers who talk about you? |
CRM
January 2013
Woody Driggs |
Add Customer Satisfaction Through Analytics Companies need to improve customer value to boost profitable growth, gain insights into customers' profitability and lifetime value, and monitor customer behavior across multiple channels and social media |
CRM
September 1, 2007
Woody Driggs |
The True Drivers of Loyalty It is a mistake to think that loyalty is all about improving customer satisfaction. |
Search Engine Watch
March 24, 2011
Nathan Linnell |
Social Media and Search Synergy in the Purchase Decision Process Are your search and social media efforts integrated? Results of a recent study offer insights that could alter your current search and social media strategies. |
CRM
September 2010
David Rich |
Marketing on a Leash Tight budgets and heightened expectations combine to pose a challenge. |
CRM
March 10, 2015 |
Teradata Introduces Digital Marketing Center Teradata Digital Marketing Center is a single platform that redefines personalization and ignites how brands engage consumers through individualized insights. |
CRM
May 2012
Robert Wollan |
Knowing Your Customers in the Digital Age New technologies mean new challenges. |
CRM
November 23, 2012
Pelin Thorogood |
The New Science of Retaining Customers Look to digital analytics to improve buyer loyalty and customer lifetime value. |
Insurance & Technology
May 26, 2010
Anthony O'Donnell |
Carriers Shifting Distribution Dollars To Mobile, Accenture Research Finds Insurers are planning to invest on average $84 million on strategic distribution improvements over the next three years according to a survey of 125 insurers globally. |
CRM
February 2010
David Rich |
The World Is Their Oyster Give customers an opportunity to play an active role in customizing their customer service. |
CRM
February 2007
Coreen Bailor |
Not Fade Away Exhausting customers in a fierce business environment erodes profits through loyalty loss; here, some winning ways to help combat customer fade. |
CRM
January 3, 2014
Matt Kearney |
Three Tips to Optimize Your Social Media Success Focus on the right channels to grow revenue and satisfy customers. |
CRM
July 27, 2011
Leonard Klie |
Health Insurers Need to Improve Customer Relationships to Compete Accenture survey finds 80 percent of consumers expect healthcare insurance customer services to be easier and more convenient. |
CRM
May 16, 2014
Woody Driggs |
Six Takeaways for Marketing Executives Building a differentiated customer experience is a baseline requirement of success. |
CRM
March 9, 2012
Scott Kolman |
The Future of Customer Contact What smart devices mean for the call center industry. |
CRM
November 2013
Tayob & Berumen |
Keeping Pace with the Connected Customer Five ways to improve your sales force effectiveness. |
CRM
July 25, 2013 |
IBM Releases Digital Experience Software The app makes it easier to create and track digital marketing materials. |
CRM
August 2014
Wollan & Quiring |
Are You Wasting Your Customer Experience Spend? B2Bs must close the gap between spending and results. |
CRM
August 2014
Leonard Klie |
Brands Deliver Inconsistent Engagements The phone still outperforms other channels for customer service. |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
CRM
January 4, 2013
Don Hughes |
A Look Under the Loyalty Hood Deliver the engagement process consumers seek. Loyalty providers who fail to keep their programs' technology first-rate risk losing their most important asset: their customers. |
CRM
July 2011
Leonard Klie |
Just the Facts? Not Really Many firms use analytics data inconsistently and rely on personal experiences when engaging customers. |
CRM
September 2011
David Myron |
Get Personal or Get Abandoned To spot customer changes before it's too late, customer interaction strategies must be continually monitored and updated |
CRM
December 2014
Megan Burns |
What Drives a Profitable Customer Experience? Companies that value customers need to let them know. |
Bank Technology News
March 2005
John Adams |
Choice and Consequence The Internet and call center are the branch's remote and, at times, impersonal second cousins, but make them second fiddle at your peril. A customer's descent into automation hell can be the difference between a better relationship and a lost one. |
CRM
October 18, 2010
Carsten Thoma |
5 Steps to Personalized Customer Contact How to tailor online customer experience to boost loyalty and drive revenue. |
CRM
July 24, 2015
Jill Hewitt |
Why You Need a Customer Experience Map Retail organizations are constantly seeking ways to improve the customer experience. The best way to get inside your customers' heads -- and keep them happy -- is to chart their journey. |
CRM
August 19, 2011
McNally & Walheim |
Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance |
CRM
March 2015
Oren Smilansky |
NRF's Big Show: Retailers Solidify Multichannel Strategies to Drive Customer Engagement Digital technologies in stores are vital, but how they're being used is also important. |
Home Theater
October 12, 2009
Mark Fleischmann |
Customers Like TV Services Better Satisfaction scores are up for telco, satellite, and cable providers. |
Home Theater
November 24, 2003 |
NBC - Digital Expansion? The television network is considering its options in the digital broadcasting game, including five new digital channels and video-on-demand. |
CRM
December 2014
David Myron |
Why You Should Consider Customer Journey Maps While creating a customer journey map that accounts for experiences across multiple channels might sound difficult, it is possible. |
CRM
September 2013
Leonard Klie |
Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground. |
CRM
December 5, 2013 |
Frost & Sullivan Says Increased Functionality Driving Contact Center Systems Sales in EMEA In a new report, Frost & Sullivan says contact center system vendors must continue to explore interaction channels to sustain a loyal client base in Europe, the Middle East, and Africa. |
CRM
October 5, 2012
Kyle Lacy |
The Future of Marketing Strategy Embracing the cross-channel approach is the only option. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
March 21, 2014
Scott Hirsch |
Customer Communities: The Centerpiece of CXM Six steps for offering engaging experiences. |
CRM
October 1, 2009
David Rich |
Create Your Own Upturn A shift from managing volume to managing relationships. |
